Unhappy loyal customer

I don't understand why standard bank is always disapointing at all times, i am their valued customer with so manu account but they treat me like trash. On the 07th of December 202 i requested a vehicle finance payment holiday and was told that their turn around time is 10 days, on the 17th of December i called their call centre amd was told my request has not been granted. I then emailed their *** to complain about the delay, no feedback was received. I took 50% salary advance at work and only got paid 50% of my salary this month. O told them not to debit my account as i don't have money to pay for my cars this month. I don't want to be in default with my payments or be in arrears as i have build a good relationship with the bank. I have never defaulted my payments with the bank ever since i have accounts with them, i have this one simple request and the bank is failing to assist me. I called the bank again this morning on *** and was told my request hasn't been touch and the matter will be escalated at that will take 5 days, i app**** early because i knew there's 10 days turn round time but now is more than 15 days and nothing has been done. I'm not fighting but all i need is your assistance regarding this matter. I don't want to be in arrears that is why i'm making arrangements.